Elevating the Retail Experience: The Power of Personalised Order Management

January 28, 2025
Article

In today’s competitive retail environment where customer expectations are ever-changing, businesses should strive beyond simple order fulfilment to providing exceptional customer experience. Personalized order management is a major feature in modern order management systems, and this makes it possible for retailers to extend their approach to individual customers, fostering closer relationships, boosting sales, and strengthening brand loyalty.

Rise of Personalised Retail

E-commerce and increasing customer data availability have really enabled retailers to offer very personalized experiences. For this reason, consumers nowadays want retailers to understand their preferences, anticipate their needs, and make recommendations based on these. This expectation can be offered by personalised order management, whereby through the analysis of customer purchase history, browsing behaviour, and demographic information, valuable insights into individual preference can be gained.

  • Delivering Tailored Recommendations: With these insights, retailers can provide personalised product recommendations that increase the likelihood of additional purchases.
  • Creating Personalised Promotions: Targeted discounts, offers, and loyalty programs can be designed to appeal to specific customer segments, driving sales and customer engagement.

Key Benefits of Personalised Order Management

Personalised order management offers a multitude of benefits for retailers:

Enhanced Customer Experience

  • Tailored Recommendations: Through customer data analysis, retailers can make relevant product suggestions to increase satisfaction and loyalty among customers.
  • Personalised Promotions: Targeted promotions and discounts drive sales and encourage repeat purchases.
  • Customised Packaging: Branded and personalised packaging—like messages or brand elements—make up a unique and memorable unboxing experience.
  • Proactive Customer Support: By anticipating these issues, retailers can reach out proactively to customers in order to resolve the problem and prevent negative experiences.

Improved Order Accuracy

  • Basic Product Selection: With customer preference and order history, retailers can reduce the chances of shipping the wrong item, which reduces returns and exchanges.
  • Personalised Product Bundling: Customer behaviour analysis allows for the development of customized product bundles that increase the average order value and enhance customer satisfaction.

Simplified Fulfilment

  • Optimised Order Routing: Considering delivery location, carrier rates, and availability of inventory, order routing can be optimized to reduce delivery time and cost.
  • Flexible Fulfilment Options: Providing different fulfilment options, like buying online and picking up in-store (BOPIS) and ship-from-store, can serve different customer preferences and enhance overall customer satisfaction.

Increased Sales and Revenue

  • Increased Average Order Value: With personalised recommendations and product bundling, customers could be persuaded to add more items to their carts, increasing average order value.
  • Increased Customer Loyalty: The personal touch goes a long way in fostering a customer relationship, bringing in repeat customers and increasing their lifetime value.
  • Returns/Exchanges Reduced: Minimising errors and delivering the right products will reduce returns and exchanges. It saves the company money while enhancing customer satisfaction.

Increased Brand Value

  • Positive Customer Experience: The exceptional customer experience will earn a strong brand reputation for a retailer and help it become distinctive among competitors.
  • Positive Word-of-Mouth: Happy customers are more likely to spread the positive word of mouth among friends and family, thus promoting brand awareness and acquiring more customers.

The Future of Personalised Order Management

The ability for personalised order management is endless as technology keeps improving. In this regard, emerging technologies such as Artificial Intelligence, AI, Machine (ML), and the Internet of Things (IoT) will further enhance the personalisation capabilities of Order Management System:

  • AI-Powered Personalisation: AI algorithms can churn through huge amounts of customer data to outline patterns and preferences on which highly personalised experiences can be delivered by retailers.
  • Real-Time Personalisation: IoT devices will be collecting real-time data about customer behaviour and preference, which enables retailers to adapt their offerings in real time.
  • Voice and Visual Search: Using voice and visual search capabilities may allow customers to search for products using voice or images for a more personalised and intuitive shopping experience.

Leveraging emerging technologies while embracing personalised order management will enable retailers to lead the pack by providing superior customer experiences for longstanding business success.

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Santosh Kumar

Santosh Kumar is our Head of IT Operations at Y3 Technologies Pte Ltd, who has been an invaluable part of our Y3 family for over two decades. Santosh's journey with us began in 2003 when he joined as a software consultant. Since then, he has donned multiple roles, each contributing significantly to the successful delivery of projects and the effective management of our IT operations.

Santosh brings with him a wealth of experience and expertise, having previously worked in the logistics industry. His unique blend of industry knowledge and technical prowess has been instrumental in our ongoing success. With a Master's Degree in Computer Science, Santosh possesses the qualifications and insight that have made him a true trailblazer in our field.

Passionate about implementing best practices and delivering services of the highest quality, Santosh Kumar is more than a professional; he is a driving force behind our commitment to excellence. His dedication to our company's mission and values has not only shaped our approach to IT operations but has also set the standard for innovation and customer satisfaction. In his role as Deputy Head of IT Operations, Santosh continues to lead by example, inspiring our team to reach new heights. His unwavering commitment to quality service delivery is a source of inspiration for all who have the privilege of working alongside him.

Navin Bhatnagar

As Y3 CEO, Navin is responsible for the company’s overall strategy, driving revenue growth through Y3’s cutting edge omni-channel supply chain solutions and services and ensure that the company is delivering value to its customers. He will work closely with the executive team to implement the company’s vision and mission and ensures that the company achieves its goal of becoming Asia Pacific’s leading supply chain, logistics and omni-channel e-commerce technology provider.

Navin brings with him over 25 years of experience in information technology, with extensive knowledge of the logistics and supply chain industry and government sector. Prior to joining Y3, Navin was the Senior Director and APAC Regional Head of DSV Global Transport & Logistics. He had spearheaded digitisation initiatives, explored new technologies, and innovatively automated business services to drive operational excellence.

In an earlier role, he was the Senior Director, APAC Regional Head – IT Service Management and Information Security Management in DHL Global Forwarding & Freight, spending substantial time overseeing successful implementations of business applications and all related IT solutions across countries in DHL. He has spent few years in DHL Supply Chain, supporting Regional IT Programs previously. Navin holds an MBA from the University of Queensland, Australia, and a Master’s Degree in Computer Applications. He is SAFe 6.0 agilist and holds several memberships in well-acclaimed institutes, which include the Singapore Computer Society, Scaled Agile Inc., Scrum Alliance, and DevOps Institute.

Anandhan Subramanian

Anandhan is Y3’s Deputy Head and has been part of Y3 for over 20 years.

As one of Y3’s prized loyal employee, he joined the company in April 1996 as a graduate officer. Prior to his current role, he led the Product Development and Quality Assurance Department.

Anandhan is passionate about enabling best practices and enhancing customer experience in service delivery while maintaining a strong continuous improvement in his team’s culture and mindset.

Jeffrey Tan

Jeffrey is a seasoned business professional with an impressive track record of driving revenue growth and leading high-performing sales teams. With over 20 years’ in business and sales, he has established himself as a dynamic and results-oriented leader known for his strategic vision and commitment to excellence.

As the Head of Sales at Y3, Jeffrey is responsible for overseeing a diverse team of presales consultants and sales professionals, shaping the company's sales strategy, and ensuring consistent revenue generation. He has the ability to identify emerging market trends and develop innovative strategies to capitalize on opportunities. His passion for staying at the forefront of supply chain and logistics technology industry changes has allowed him to guide the company through periods of growth and adaptation.

Throughout his career journey including his tenure with SAP and NCS, Jeffrey has been dedicated to mentorship and coaching. He firmly believes in the power of a customer-centric and motivated team to co-creating solutions that value-adds to organisations. His commitment to professional delivery has led to over-achievements in sales performance.

Jeffrey holds an MBA from the University of Adelaide, Australia, and an Honours Degree in Electrical and Electronic Engineering from National Technological University, Singapore. He is an avid volunteer who volunteers in social causes such as prison consulting and organisations that focus on inclusivity for the disabled such as Running Hour (2022 co-vice-chairman) and Singapore Association of Visually Handicap (2021 sub-committee).

Koh Lee Kiow

As Y3’s Head of Product Management, Lee Kiow leads a team of Project Managers and Technical Leaders in SCM’s Application Systems implementation across ASEAN, China, India and Australia for the following solution suites – WMS, TMS, FMS & Financial Service Engine, Route and Load Planning, Replenishment Module and Mobility Solution.

She boasts over 20 years of experience in SCM Software Design & Development and Project Implementation, 8 years of which were dedicated to application design of end-to-end SCM solution suite and 12 years to projects implementation for MNC customers across a range of industries.

During her stay at Y3, Lee Kiow was involved in a range of notable projects. She has implemented WMS and TMS systems for large scale FMCG client and an ASRS project with full integration to WMS. She has also implemented a Regional Part Merging project for Dell in Malaysia, Singapore and Thailand and was involved in multiple generation of IT Application System design.

Lee Kiow is also the IT Solutions designer for the Supply Chain City for YCH, which has integrated SCM with RFID & OCR technology and integration with Automated MHE (ASRS).

Dr. Yap Chih Nam

As Y3’s Head of Product Technology, Chih Nam is responsible for the planning and execution of Y3’s product strategy where he champions the adoption of Y3’s supply chain solutions and products by incorporating best-in-class technologies to meet the evolving needs of customers. Chih Nam boasts over 20 years of experience across 3 different countries namely the UK, China and Singapore where he has designed and implemented IT systems across Asset Management, Nuclear Plant Safety Analysis, Warehouse Management, Transport Management as well as RFID related systems across retail, nuclear and logistics sectors.

Since joining Y3 in 2007, he has held various Senior Executive Management roles in Research & Development and Service Support. Within Research & Development, Chih Nam led a team of over 30 software developers to drive requirements mapping and feature improvements across Y3’s WMS and TMS solutions. His involvement in Service Support enabled him to lead a team of over 50 managers, business analysts and senior staff across 10 APAC countries in support of over 150 customer accounts in the electronics, FMCG and healthcare sectors. Chih Nam also led Y3’s expansion into Greater China where he spearheaded the development of a range of flagship RFID and middleware products and has set up an “Internet of Things” Innovation Centre in Tianjin.

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